Dynamic list layouts offered resorts' Property Managers the ability to easily compare and keep track of information
Lobby host tool
MGM’s resort staff relied on a patchwork of software to manage daily operations. To simplify this, the company set out to build a unified internal toolset to act as an interface between teams and backend systems. The first tool focused on lobby hosts, who as revealed by research, struggled with time-consuming processes for everything from finding guest's information to completing check-ins.
Focusing on hosts' biggest pain points, I introduced a simple flow that enabled fuzzy search for quickly locating guests, unified profiles that pulled together all the previously scattered guest's details, and host-led check-in that required just a few clicks to complete. Essential info and actions were surfaced at a glance, everything else stayed accessible but out of the way. Once launched, the tool cut host-led check-in time by 83%, with hosts reporting greater understanding of guests' needs during interactions.
A common action-oriented top-level navigation was shared by all employees using the platform
A modal popup allowed lobby hosts to modify a guest's personal details
The system's components were designed to be easily repurposed accross different devices and use cases
Once the critical components of lobby host tools were delivered, my priorities moved to making sure tools for more granular day-to-day operation could coexist with high-level tools, as the effort was next moving up to management.
For that, my solution was to structure a tiered access for the toolset. I defined a shared top-level UI and navigation that stayed consistent across all roles, and served as entry point to the role-specific tools. Combined with a shared component library, this approach allowed the platform to provide a consistent experience that would allow employees to easily migrate between and learn new tools across the company.
High-level management tool of the mobile app, used by a resort's Property Managers
Check-in restriction management, used by a resort's Property Managers
The design of the following tools, for property managers, guest services, and auditing teams, presented unique challenges. Surveying those teams, I understood their priorities revolved around needing to parse through large datasets with thousands of granular resort and guest related entries, easily finding and keeping track of data.
Expanding but also largely leveraging the existing component set, I design UI centered around clearly structured and easily sortable lists, with dynamic capabilities like screen segmentation. This allowed staff to quickly analyze information, recognize patterns, and compare data points, leading to smoother workflows and reduced error rates.
The lobby host tool used color to convey key details (a guest's membership tier), and tucked away secondary information with tabs and accordions
Geofence management, one the first tools developed independently by a separate team
Design documentation in Figma
As more tools launched and their impact became visible, other departments began requesting and designing tools of their own. This meant a shift in my role, from designing new tools myself, to instead creating the documentation needed to scale the system.
My goal was to let departments work with minimal oversight while contributing role-specific components back into the system. To support that, I started engaging with different teams to understand their internal priorities, and then developing the existing documentation into a full design system, with not just a component library, but also usage guidelines, implementation rules, and notes on the design process itself. Within six months, three new teams were already using the system to build their own tools on the platform.